Louise Kirkwood

Examiner
DISC Type : cs

Complaints & Quality Customer Services Lead at Southern Water

Worthing, England, United Kingdom

Overview

Louise is a customer and community professional, currently serving as the Complaints & Quality Lead at Southern Water. With extensive managerial experience at Equiniti, she has a proven track record of driving strategic improvements to enhance customer outcomes. Her expertise includes transformation projects, communications, and managing multi-disciplined teams.

Outside of her professional role, Louise is deeply passionate about community and charity work. She has originated and sponsored multiple corporate charity programs, leading fundraising efforts that generated significant donations. She also actively organizes and encourages employee volunteering events, demonstrating a strong commitment to giving back.

She successfully spearheaded charity initiatives at her previous company that raised over £83, 000 in donations in a single year.

Personality Overview

Tough To Convince

Status Quo Seeker

Process Oriented

They tend to have clarity about their needs and constraints, and are unlikely to over-promise.  They are thorough and always follow a systematic approach. Being observant comes to them naturally.

Topics They Care About

Customer Advocacy
Developed and led a group-wide customer advocacy program at Equiniti to improve products and services based on stakeholder insight.
Corporate Philanthropy
Actively leads and promotes fundraising partnerships, such as with ShareGift, which resulted in significant charitable donations.
Complaint Resolution
Her career includes roles specifically focused on managing complaint resolution and leading quality improvement in customer services.

Media Appearances

Louise has no verified media appearances

Work History

11-2023
Complaints & Quality Customer Services Lead at Southern Water
11-2012 - 3-2026
Head of Customer & Community at Equiniti
1-2008 - 11-2012
Manager, Complaint Resolution at Equiniti
1-2004 - 1-2008
Relationship Management team at Equiniti

Education

Louise has no verified education history

More Information

Social Presence :

Prographics :

Exp : 22 Location : Worthing, England, United Kingdom Job Level : Senior Designation : Complaints & Quality Customer Services Lead at Southern Water
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Insights For Selling To Louise

During A Call Or A Meeting

DO's

  • First of all, focus on building their confidence by sharing examples, case studies etc.
  • Expect them to be slow and cautious, encourage them to ask more questions
  • Spend time addressing concerns around risk and change, they will have them even if they don't express them

DONT's

  • Don't be very accepting if that is your natural style, stay firm
  • Don't push them too hard to make fast decisions, give them time
  • Avoid getting into storytelling mode, especially when they ask specific questions

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Louise is

  • Low-risk, adoption by others are very important to them, followed by confidence in ROI.
  • Will you ever get a clear answer from Louise

  • They don’t say no often, they push out the decisions or keep going around in circles.

Insights For Deal Planning

    How fast (or slow) will Louise move?

  • They do not like to rush and therefore can be quite slow in their decision-making.
  • Can Louise take some risk or not?

  • They have little risk-appetite and prefer to take measured decisions.

You And Louise

Personality Compatibility


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